OysterHill
Member
Does anyone have an escalation list for Customer Support or the name and number of a manager or above in same org that would answer the phone or return calls? I have had a TC Contender with 17HMR barrel, in Customer Service since January. Finally on April 17th of this year I found out the barrel which was splitting case necks could not be repaired and they were going to replace it. They advised they would ship it out on 4/18 or 4/21. Didn't happen. As of now I have finally found out the company switched over to SAP and put the wrong information into the property description. Shipping with a record mismatch will get them a phone call from BATF so they are holding shipment until IT fixes the problem. I know all the support people by their first names now and unfortunately most don't return calls or follow-up with status. One lady has been very helpful and was instrumental in finding root cause of the problem. It's a shame that a company with the history of Smith & Wesson can't solve its problems in a timely manner and provide quality customer support.
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